CHARISEE FORD
Holly Springs,North Carolina
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Dell Corporation
07.2022 - Current
- Configuring and managing Isilon storage systems in a fast-paced Linux/UNIX environment
- Performing, leading, and overseeing Isilon upgrades, health checks, patch installations, and code transfers
- Working with Support Engineers to troubleshoot escalated Isilon storage issues via phone support and remote tools
- Creating and updating customer tickets detailing upgrade planning and maintenance windows
- Responding to customer's issues and requests via email and Microsoft Teams
- Collaborating with Service Account Managers to ensure specific upgrade details are completed to customer satisfaction
Tier 1 Engineer
ePlus Inc.
Morrisville, NC
01.2019 - 10.2023
- Provided ePlus’ Managed Services Center (MSC) clientele with Network, Security and Systems support to maximize stability, availability, security, and functionality within the production environment
- Provided systems support functions for client-end systems, which includes design, development, troubleshooting, diagnosis, and problem resolution
- Communicated advanced technical issues in understandable terms for non-technical users
- Kept abreast of developments in computing technology and solutions to common problems
Engineering Support Co-Op
NetApp
Research Triangle Park, NC
08.2020 - 05.2021
- Maintained the shared network, build, and deployment infrastructure of two (2) 43,000 square foot, 5400 rack data centers
- Documented support issues and all steps performed using the Service Now ticketing tool
- Installed and configured NetApp Controllers, Disk Shelves, and Compute nodes
- Troubleshot and isolated standard connectivity issues and escalated customer issues through the proper channels
- Coordinated repairs and upgrades with System Administrators and Network Engineers
- Resolved ServiceNow Data Center tickets for incidents and service requests
Network Consulting Engineer, Collaboration
Cisco Systems
Research Triangle Park, NC
10.2012 - 04.2018
- Planned and executed Network Upgrades and Network Migration activities for projects associated with Cisco Unified Communications Manager and Unity Connection
- Performed troubleshooting, resolved complex customer network problems, and served as the technical focal point for large accounts across a broad range of technologies
- Management-appointed Team Lead of Proactive Software Recommendation Reports for Collaboration tools to identify potential vulnerabilities that could impact the network
- Complied with ISO requirements and Advanced Services tools to deliver quality products and services to our customers
- Participated as a panelist for the Women in Technology Day to help other women reach and achieve their career goals
- Completed Engineering Special (ES) Report training and became the Lead Engineer to deliver and notify customers of defects within their Unified Collaboration Optimization Service
Adjunct Professor, Network and Computer Technology
Wake Tech Community College
Raleigh, NC
01.2012 - 01.2018
- Facilitated on-line teaching instructions for Introduction to Networks Routing and Switching Essentials courses, teaching students the basic operations of Cisco Packet Tracer and NetLab to build and configure simple network topologies
- Delivered web-based content, online assessments, hands-on labs, and interactive learning, and created weekly assignments in the online Blackboard tool
- Prepared students to obtain the Cisco Certified Entry Level Network Technician (CCENT) certification, which enhances the employment rate of college graduates
- Completed the EPIC (eLearning Quality Standards) training classes to become EPIC certified to reduce online learning barriers and support student learning, persistence, and success in online courses
- Attended Faculty Professional Development classes to promote and enhance the mission of the college to facilitate student success
Education
Master of Science - Computer Science and Information Systems
Saint Joseph’s University
Philadelphia, PABachelor of Science - Management Information Systems
Saint Joseph’s University
Philadelphia, PAAssociate Degree - Cyber Security, and Cloud Infrastructure
Wake Technical Community College
Raleigh, NCCertificate - Network, and Computer Technologies
Wake Technical Community College
Raleigh, NCCyber Security Certificate -
Springboard
Diploma - PC Systems and Networking Technology
Cittone Institute
Philadelphia, PASkills
- Isilon Storage Administration
- Technical Systems Support
- Technical Content Creation
- Customer Engagement
- Analytical Problem-Solving
- Collaborative Teamwork
- Effective Communication
- Detail-Oriented Approach
- Proficient Task Management
- Skilled in Utilizing Collaboration Platforms
- Implementation of Security Protocols
- Cloud Computing Solutions
Certification
- Amazon, AWS Certified Cloud Practitioner
- Cisco, CCNA CyberOps
- CompTIA, Network+
- CompTIA, A+
- ITIL, Foundation in IT Service Management
Timeline
Technical Support Engineer
Dell Corporation
07.2022 - Current
Engineering Support Co-Op
NetApp
08.2020 - 05.2021
Tier 1 Engineer
ePlus Inc.
01.2019 - 10.2023
Network Consulting Engineer, Collaboration
Cisco Systems
10.2012 - 04.2018
Adjunct Professor, Network and Computer Technology
Wake Tech Community College
01.2012 - 01.2018
Bachelor of Science - Management Information Systems
Saint Joseph’s University
Associate Degree - Cyber Security, and Cloud Infrastructure
Wake Technical Community College
Certificate - Network, and Computer Technologies
Wake Technical Community College
Cyber Security Certificate -
Springboard
Diploma - PC Systems and Networking Technology
Cittone Institute
Master of Science - Computer Science and Information Systems
Saint Joseph’s University